Fraud & Conversion Associate

Accountabilities

• Review flagged applications, incomplete information, suspicious activity, and other indicators of potential fraud or application risk.

• Use internal information, investigative tools, and external data sources to verify customer details and identify inconsistencies or emerging risk patterns.

• Resolve routine and moderately complex cases while escalating higher-impact or nuanced situations to the appropriate internal teams.

• Manage inbound phone and email contacts, providing accurate and professional guidance throughout the application process.

• Conduct outbound outreach to help customers complete applications, resolve issues, understand next steps, and improve conversion outcomes.

• Adapt communication approaches to individual customer circumstances while maintaining compliance, professionalism, and accuracy.

• Follow applicable compliance requirements, communication standards, scripts, quality guidelines, and internal procedures.

• Accurately document customer interactions, fraud reviews, application progress, case outcomes, and escalations in required systems.

• Prepare clear escalation summaries for Compliance, Risk, Legal, leadership, or other internal stakeholders when necessary.

• Manage assigned case queues, follow-ups, lead queues, and outreach activities while meeting responsiveness, quality, productivity, and conversion expectations.

• Use dashboards, reporting tools, quality feedback, and performance data to identify trends and improve outcomes.

• Collaborate with Fraud Operations, Credit, Compliance, Risk, Conversion, and other teams to support a seamless customer and operational experience.

• Participate in training, coaching, team meetings, process improvement initiatives, pilot programs, and fraud detection or workflow enhancements.

• Provide peer support, mentoring, or quality-assurance assistance when appropriate.

Requirements

• Some college education; additional relevant experience may substitute for the educational requirement.

• At least 2 years of experience in customer service, sales, call center operations, client support, lending operations, or a related environment.

• At least 1 year of experience in fraud operations, risk investigation, or a comparable risk-focused function.

• At least 1 year of experience providing customer-facing support through inbound and outbound communications in a fast-paced, performance-driven environment.

• Strong ability to review documentation, identify inconsistencies, follow established procedures, and complete work accurately and on schedule.

• Excellent verbal and written communication skills, including the ability to explain information clearly and guide customers through next steps.

• Comfort working with data, CRM systems, reporting tools, dashboards, queues, scripts, and evolving operational processes.

• Strong attention to detail, organization, time management, and ability to balance speed, accuracy, customer experience, and risk controls.

• Ability to learn new systems, tools, scripts, and processes quickly.

• Ability to collaborate effectively with cross-functional teams and respond constructively to coaching and quality feedback.

• Previous experience with personal loans, credit, lending, financial services, or student loan products is preferred.

• Experience with fraud trend monitoring, customer verification, documentation review, risk investigation, outbound engagement, or high-volume queue management is a plus.

• Familiarity with CRM and fraud or risk platforms such as Salesforce, LexisNexis, SentiLink, FNI, or similar tools is beneficial.

Benefits

• Paid time off beginning to accrue on Day 1, plus a personal My Day and paid company holidays.

• Medical, dental, and vision coverage for eligible employees and dependents.

• Health advocacy support and wellbeing resources.

• 401(k) plan with employer matching.

• Company-paid basic life insurance.

• Short- and long-term disability coverage.

• Employee Assistance Program and digital health and chronic-condition support.

• Family planning resources.

• Pet insurance.

• Tuition reimbursement and access to an e-learning platform for professional development.

• Opportunities for learning, career development, and long-term growth.

• Employment is subject to standard background checks and, depending on business needs, additional eligibility or suitability checks.